Support Analyst

C P S Group
£18000 - £21000 per annum + Flexible Benefits Package
12 Jul 2017
11 Aug 2017
Contract Type
Full Time
My client in Swansea is currently recruiting for a Support Analyst to join their expanding team.

Your responsibilities will include first and second line technical support of internal and external users, call logging, analysis, diagnosis and resolution of incidents, provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters. You will also be expected to provide excellent communication and customer service experience to provide a first-class interaction.

Your key responsibilities will include:
*Acting as part of a wider support team to become a single point of contact providing first and second line technical support via Phone, Email, Portal, On-Site and Remote mediums.
*Receiving, logging and managing of enquiries via the Call logging system (SCSM) including first line resolution, and participating and implementing of bespoke and standard application upgrades.
*General maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration.
*Administration of a Windows and Thin Client estate.
*Understand and adhere to individual and team SLA / KPI targets, ensuring escalations are made to prevent failures.
*Participation in On-Call & Out-of-hours support as needed.

The ideal candidate will have experience in the following:
*An understanding of ITIL.
*Excellent knowledge, understanding and experience of common computing principles and technologies - e.g. PC's, Printers, Networking, Microsoft, Citrix, Active Directory, McAfee Antivirus and DLP.
*You should have excellent problem solving and interpersonal skills, capable of working to deadlines, high level of attention to detail, and have a keen desire to learn and progress.
*Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 with Office 2013/16 exposure.
*Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment.
*Active Directory administration experience.
*Experience with (SCSM) Service Manager and (SCCM) Configuration Manager is desirable.
*Excellent customer service skills, with a good telephone manner and interpersonal skills.
*Strong written and verbal communication skills evidenced with an industry standard English qualification.

In return, you will be rewarded with a competitive salary, depending on experience and a generous and flexible benefits package.

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy.